An integrated model for performance management based on ISO 9000 and business excellence models.pdf

AN INTEGRATED MODEL FOR PERFORMANCE
MANAGEMENT BASED ON ISO 9000 AND BUSINESS
EXCELLENCE MODELS
Shannon Macey
Submitted
in partial fulfhent of the requirements
for the degree of
MASTER OF APPLIED SCIENCE
Industrial Engineering
at
DALHOUSIE UNIVERSITY
Halifax, Nova Scotia August, 2001
Copyright by Shannon Macey, 2001
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Table Of Contents
List of Figures ................... ..............................m....~.........em...........................~.........x
List of Abbreviations .....-.m.....m~....m~m~*-~~~m-.~mm~~~m~~~~~~~~m~~oooooxi
Introduction ..........................~.......o...~....~....ooo..~~~.e...............................~e...o...... 1
Performance Management ........... ........................................................................................... ....... 1
Models for Performance Management .. .. .. , . . , .. .... . .